Lesson: 38 | Automating Case Escalation

User Story

User Story

As a Salesforce Admin,
I want high-priority customer cases to be automatically escalated to a senior support agent if they are not resolved within 24 hours,
So that urgent cases are handled by a more experienced team member and are resolved in a timely manner.

Acceptance Criteria:

A new Queue named "Senior Support Agents" is created in Salesforce to hold escalated high-priority cases.
When a case is created with a high priority, the case is automatically assigned to the "Senior Support Agents" queue if it is not resolved within 24 hours.
The case is moved to the "Senior Support Agents" queue at the 24-hour mark if it remains unresolved.
A notification is sent to the senior support agents when a case is escalated to their queue.